Manager of Customer Experience

First National Bank; Hermitage (Mercer County); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Manager of Customer Experience to enhance interactions between the bank and its customers. This pivotal role requires a strategic thinker who can leverage customer insights and data analytics to foster positive experiences. You will lead initiatives aimed at improving satisfaction and loyalty, while collaborating with various teams to ensure a customer-centric approach. If you have a passion for customer experience and a strong background in project management, this is an exciting opportunity to make a significant impact in a dynamic environment.

Qualifications

• Minimum of 7 years in relevant roles required.
• Bachelor's degree in a related field is essential.

Responsibilities

• Lead initiatives to improve customer satisfaction and loyalty.
• Analyze customer feedback to inform process improvements.
• Collaborate with cross-functional teams for seamless experiences.

Skills

Project Management

Organizational Skills

Analytical Skills

Interpersonal Skills

Detail-oriented

MS Word

MS Excel

MS PowerPoint

Knowledge of Banking Regulations

Experience with Banking Systems

Education

Bachelor's Degree

Tools

Navigator

Business Process Manager

Web Director

Visio

Job description

Primary Office Location:

626 Washington Place, Pittsburgh, Pennsylvania, 15219.

Join our team. Make a difference - for us and for your future.

Position Details

Position Title: Manager of Customer Experience

Business Unit: Operations

Reports to: Director of Operations and Efficiencies

Position Overview

The Manager of Customer Experience plays a pivotal role in orchestrating and enhancing interactions between the Bank and its internal and external customers. This role involves understanding customer needs, expectations, and perceptions to foster positive experiences that drive business success. The manager will leverage insights from customer feedback and data analytics to ensure a satisfying customer journey. Additionally, this role involves shaping bank policies, aligning cross-functional teams, and championing a customer-centric culture.

Primary Responsibilities

1. Lead initiatives aimed at improving customer satisfaction and loyalty.
2. Collect and analyze customer feedback to inform process improvements.
3. Monitor customer sentiment and implement strategies for continuous improvement.
4. Drive data-driven analysis to enhance customer experience.
5. Collaborate with cross-functional teams including Complaint Escalation & Feedback, Technical Support & Integration, Enterprise Operations, Retail/Wholesale Banking, Risk/Compliance, and others to ensure seamless customer experiences.
6. Build and maintain relationships with stakeholders to align customer experience initiatives with business objectives.
7. Oversee department management, ensuring goals, deadlines, and service levels are met.
8. Perform other duties and projects as assigned.

All employees are responsible for understanding, reporting, and managing risks as part of F.N.B. Corporation's risk management program, maintaining compliance with regulatory laws and company procedures.

Minimum Requirements

Education: BA or BS

Experience: Minimum of 7 years in relevant roles

Skills

• Excellent project management skills
• Strong organizational, analytical, and interpersonal skills
• Detail-oriented with the ability to multitask in a fast-paced environment
• Proficiency in MS Word (Intermediate), MS Excel (Expert), MS PowerPoint (Intermediate)
• Knowledge of banking regulations and compliance
• Experience with banking systems like Navigator, Business Process Manager, Web Director; Visio experience preferred

Licenses/Certifications

N/A

Work Conditions

N/A

EEO Statement

FNB is committed to providing an equal employment opportunity and a discrimination-free workplace regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.